Customer Support Specialist (Remote) at Yembo

📍 Job Overview

Job Title: Customer Support Specialist (Remote)
Company: Yembo
Location: Remote (US-based)
Job Type: Full-time
Category: Customer Support
Date Posted: June 25, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: Remote (US-based)

🚀 Role Summary

Handle customer inquiries via phone, email, text, and chat with professionalism, empathy, and a commitment to resolution.
Troubleshoot common technical issues and walk customers through steps to resolve them.
Manage and prioritize work from both the call queue and Jira support ticket queue throughout the day.
Accurately log, update, and resolve tickets with clear documentation and consistent communication.
Collaborate with cross-functional teams to ensure seamless customer support and issue resolution.

📝 Enhancement Note: This role requires strong communication skills, patience, and the ability to multitask in a fast-paced environment. Previous experience in a technical customer support role is preferred, but not required.

💻 Primary Responsibilities

Customer Interaction: Respond to customer inquiries via multiple channels, ensuring a positive and empathetic attitude while assisting customers.
Issue Resolution: Troubleshoot and resolve common technical issues, and walk customers through steps to resolve them.
Ticket Management: Manage and prioritize work from both the call queue and Jira support ticket queue, ensuring accurate documentation and resolution.
Escalation Management: Identify when issues need to be escalated and ensure clear context is provided to Tier 2 or cross-functional teams.
Process Improvement: Maintain performance metrics, follow established support protocols, and contribute to process improvements.
Collaboration: Work closely with cross-functional teams to ensure seamless customer support and issue resolution.

📝 Enhancement Note: This role requires a strong attention to detail, clear communication, and a team-first attitude. Candidates should be comfortable with technology and have experience working within a call and chat queue.

🎓 Skills & Qualifications

Education: High school diploma or equivalent required. Associate's or bachelor's degree in a related field preferred.

Experience: 1-2 years of experience in a technical customer support or help desk role, preferably in a SaaS or technology-driven environment.

Required Skills:

Strong verbal and written communication skills
Excellent problem-solving skills and attention to detail
Ability to multitask and manage multiple tickets in a fast-paced environment
Experience using support platforms such as Jira and Intercom
Experience troubleshooting and working with basic technical tools
Ability to remain patient and professional in challenging customer interactions
Availability to work flexible schedules, including shifts that may not follow a Monday-Friday schedule

Preferred Skills:

Experience working within a call and chat queue
Familiarity with customer support best practices and metrics
Knowledge of common customer support tools and software
Experience with remote work and collaboration tools

📝 Enhancement Note: While not required, candidates with experience in a customer-facing role or a background in technology will have an advantage in this role.

📊 Web Portfolio & Project Requirements (N/A)

📝 Enhancement Note: As this role is focused on customer support, a web portfolio is not required. However, candidates should be prepared to discuss their experience with customer support tools and processes.

💵 Compensation & Benefits

Salary Range: $68,000 per year

Benefits:

100% Employer Covered Health Care Plan for you and your family (Medical, Dental & Vision)
Retirement Plan (401k with 4% company match)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Unlimited Flex PTO, Flexible Sick Leave & 11 National Holidays)
Parental Leave for both caregivers
Annual Events & Meetups
Work From Home (Fully Remote Team)
Stock Option Plan
Learning & Development Opportunities

Working Hours: 40 hours per week, with flexible scheduling to support customers across different US time zones.

📝 Enhancement Note: While the salary range is provided, it is always a good idea to research regional salary standards and cost of living for a more accurate understanding of compensation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology (SaaS)

Company Size: Small to Medium (50-250 employees)

Founded: 2016

Team Structure:

Small, dedicated customer support team
Cross-functional collaboration with other teams, such as product and engineering
Flat hierarchy with a focus on open communication and teamwork

Development Methodology:

Agile/Scrum methodologies for support processes and ticket management
Continuous improvement and process refinement
Regular team meetings and one-on-ones to ensure clear communication and goal alignment

Company Website: Yembo

📝 Enhancement Note: Yembo is a fully remote company that values trust, candor, and a customer-first approach. The company encourages team members to learn, grow, and thrive within this exciting environment.

📈 Career & Growth Analysis

Customer Support Specialist Level: Entry-level to mid-level, with opportunities for growth and advancement within the customer support team or other departments.

Reporting Structure: Reports directly to the Customer Support Manager or a similar role.

Technical Impact: Directly responsible for ensuring customer satisfaction and issue resolution, which can significantly impact user experience and product adoption.

Growth Opportunities:

Progression to a senior customer support role or a team lead position
Transition to other departments, such as product or engineering, with relevant training and experience
Opportunities for professional development and skill-building through learning and development programs

📝 Enhancement Note: While this role is entry-level, there are opportunities for growth and advancement within the company. Candidates should be proactive in seeking out learning opportunities and demonstrating their value to the team.

🌐 Work Environment

Office Type: Fully remote, with no physical office location.

Office Location(s): N/A

Workspace Context:

Remote work environment with a focus on clear communication and collaboration
Use of various tools and platforms for customer support, such as Jira and Intercom
Regular team meetings and one-on-ones to ensure clear communication and goal alignment

Work Schedule: Flexible scheduling to support customers across different US time zones. Shifts may vary and may not always fall on weekends.

📝 Enhancement Note: As a fully remote company, Yembo places a strong emphasis on clear communication and collaboration. Candidates should be comfortable working independently and in a remote team environment.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit
Technical assessment or scenario-based interview to evaluate problem-solving skills and customer support experience
Final interview with the hiring manager or a panel of team members to discuss the role and company culture

Portfolio Review Tips: N/A

Technical Challenge Preparation:

Brush up on customer support best practices and metrics
Familiarize yourself with common customer support tools and software
Prepare examples of your experience with customer support, problem-solving, and communication skills

ATS Keywords: Customer Support, Technical Support, Problem Solving, Communication Skills, Multitasking, Jira, Intercom, Troubleshooting, Empathy, Call Queue Management, Chat Support, Documentation, Process Improvement, Team Collaboration, Customer Experience

📝 Enhancement Note: While this role does not require a technical interview, candidates should still be prepared to discuss their experience with customer support tools and processes, as well as their problem-solving and communication skills.

🛠 Technology Stack & Web Infrastructure (N/A)

📝 Enhancement Note: As this role is focused on customer support, a technology stack and web infrastructure are not applicable.

👥 Team Culture & Values

Customer Support Values:

Empathy and a customer-first approach
Strong communication and problem-solving skills
Attention to detail and a commitment to resolution
Continuous learning and improvement
Collaboration and teamwork

Collaboration Style:

Open and transparent communication
Regular team meetings and one-on-ones
Cross-functional collaboration with other departments, such as product and engineering
A focus on customer satisfaction and issue resolution

📝 Enhancement Note: Yembo values trust, candor, and a customer-first approach. The company encourages team members to learn, grow, and thrive within this exciting environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing a high volume of customer inquiries across multiple channels
Troubleshooting and resolving complex technical issues
Maintaining performance metrics and following established support protocols
Contributing to process improvements and continuous learning

Learning & Development Opportunities:

On-the-job training and mentorship from experienced team members
Access to learning and development resources and programs
Opportunities for professional development and skill-building

📝 Enhancement Note: While this role is entry-level, there are opportunities for growth and advancement within the company. Candidates should be proactive in seeking out learning opportunities and demonstrating their value to the team.

💡 Interview Preparation

Technical Questions:

Describe a time when you had to troubleshoot a complex technical issue. What steps did you take to resolve it?
How do you prioritize and manage multiple customer inquiries across different channels?
Can you walk me through a time when you had to escalate an issue to a higher-level support team or another department?

Company & Culture Questions:

What do you enjoy most about working in customer support?
How do you handle challenging customer interactions or difficult customers?
What do you think sets Yembo apart from other companies in the industry?

Portfolio Presentation Strategy: N/A

📝 Enhancement Note: While this role does not require a technical interview, candidates should still be prepared to discuss their experience with customer support tools and processes, as well as their problem-solving and communication skills.

📌 Application Steps

To apply for this customer support specialist position:

Submit your application through the application link provided
Tailor your resume and cover letter to highlight your customer support experience and skills
Prepare examples of your experience with customer support, problem-solving, and communication skills for the interview process
Research Yembo and the customer support industry to demonstrate your understanding of the role and company culture

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist (Remote)